Sr. Service Delivery Manager

The Head of Digital Benefits (SDL) is the leader responsible for all aspects of business services for the India online benefits programmes on internal and external projects. They are also responsible for managing other assigned client projects as agreed – these might be in any country.
This includes:

• Lead and coach the India Digital OLB Business Analyst (LBA’s) team. These resources may be assigned to the India market clients but also to other clients within the APAC region. This includes managing all capacity and resourcing.
• SME in respect of online benefits and other propositions which may include TRS, Well One, and in the future Employee Benefits Hub, Select & Protect.
• Responsibility for overall requirements gathering completion and success for the India market.
• Responsibility for overall requirements gathering completion and success for the other assigned APAC clients.
• Responsibility for managing India Change Requests (CO’s), and other assigned APAC clients.
• Responsible to ensure efficient and seamless India client service delivery as well as any other assigned APAC clients as a result of requirements gathering process.
• Driver of productivity efficiency and continuous improvements projects and initiatives across all India services and solutions, and any other assigned APAC client’s.
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• Collaborate and work across multi-disciplinary teams (locally, regionally, globally and externally) to achieve best business outcomes within all agreed Regional and Aon methodology, best practices, protocols, budgets, timelines, etc.
• Develop India market reports to enable measurement of TBS OLB deliverables and success, and be accountable against measurable metrics, impacts and reportable KPI’s.
• Work collaboratively with other SDL’s and SME’s to drive best practices, efficiencies and deliver excellence.
• Works closely with other teams and stakeholders on service delivery to drive excellence. All activities must be aligned with in-country, regional and global excellence strategies to secure agreed company-wide goals.
• Where required, support sales and consulting colleagues / teams on client presentations, prospective digital benefits bids, proposals, tender submissions and enquiries.
Duties and Responsibilities
• Act as a thought leader for the India Online Benefits team focusing on solving problems and implementing solutions across the India teams and connected teams and across functionality to deliver high quality solutions.
• Lead, manage and coach the India Digital OLB team. This will include responsibility for planning and implementing in-depth training, as well as building high performing, engaged colleagues with a culture of continuous learning and improvement all within the Aon role modelling framework and within all Aon’s values and standards.
• Demonstrate leadership qualities and provide feedback to the India Digital OLB teams accordingly.
• SME and main point of contact for stakeholders for all India activities and service offerings and other assigned APAC clients.
• Responsible for creating and owning all India clients’ other assigned APAC clients requirements documentation. This will include creating, reviewing updating and maintaining in line with client requirements and agreed templates and managing changes therein as per the agreed Aon Change Management protocols and processes to relevant stakeholders. This will involve discussions with clients.
• Act as the escalation point for CRM’s in India and COE SDM’s as required. Where there are other assigned APAC clients, also as act as the escalation points for these clients.
• Develop and review test plans, including where required supporting the CDO / CTT internal user testing (IAT) and coordinate and /or supporting client’s user acceptance testing (UAT). This will require working closely with the Regional Team and APAC Systems team on trouble shooting application issues as needed.
• Provide testing support as required but particularly around UAT testing to ensure high quality
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• Working and collaborating across multi-disciplinary teams (locally, regionally, globally and externally) to achieve best business outcomes within all agreed Regional and Aon methodology, best practices, protocols, budgets, timelines, etc. This includes but is not limited to KPI’s across Flex, TPA, TRS, Well One, Select & Protect, Improvement Areas, India Productivity Efficiency and RPA Strategies, and other projects which might be assigned.
• Creating and establishing effective working relationships. This will include breaking some barriers within and across teams to ensure a better collaborative working culture and working approach.
• Collaborate with team and stakeholders to engage and build trust.
• Support the India business as required and as agreed with the Regional Director, Digital Benefits.
• Support on other projects and activities within the Regional Team and across other business units in the region as required. This may include managing other client’s within APAC country portfolio’s / or managing other LBA’s for requirements gathering.
• Role model all Aon AIM behaviours.
PERFORMANCE MEASURES
Major Focus
Deliverable
Weighting
Leadership / Team Management
Effectively leads teams to deliver all online benefits business targets.
30%
Operations
Operational tasks including requirements gathering
40%
Quality / Continuous Improvement
Manages and co-ordinates continuous improvement initiatives / projects to deliver improved quality across the India online benefits business
20%
Governance
Adheres to all Aon project and governance principles.
10%
Note: The above are indicative / for guidance only as objectives and performance measures will vary year to year depending on regional objectives and targets.
QUALIFICATIONS
Education & Certification:
• Relevant degree qualification and educational background
Experience :
• 8 – 10 years of related experience in a similar role
• Previous experience of requirements gathering, plan design and solution building, with system analysis work and design and project implementation
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• Experience in Financial Services and/or Insurance is valued
• Project management experience a distinct advantage
• Experience in leading and managing teams
Competencies :
• Excellent understanding of plan design and administration of digital online benefits programs (insured / self-funded)
• Strong client focus, detail-oriented and willing to walk the extra mile to support timely delivery of operationally efficient solutions to external clients and internal stakeholders
• Solid team leader and team player with strong collaborative attitude with strong ability to guide and mentor others in resolving complex issues
• Innovative and creation with an ability to evolve within a changing business environment
• Strong analytical skills, creative thinking and decision making, with detailed focused, organized and able to eliminate obstacles through creative and adaptive approaches
• Able to manage multiple priorities, cope and work under pressure and prioritise work accordingly
• Strong interpersonal and people management skills
• Able to work independently and with initiative
• Proficient in Microsoft Office applications – Word, Excel and Powerpoint
• Strong oral presentation and written communication skills